Crate and Barrel Reviews 460

Beware of this company they take advantage of customers. I lost a lot of money because I couldn't get an answer on when the product would arrive. I had to purchase the item somewhere else who gave me an exact time of arrival.

And this company would not let me cancel even though i had purchased the item many weeks ago and still was not sure when it would arrive. Beware of these backorder scams where it could be a year or more until you receive the product. They still charge you even though you aren't given an ETA so you have to pay for something up to a year in advance or more until you receive it. Most companies do not charge you until the product ships but not this one they are scamming out of a lot of money because no one can wait this long and you usually have to purchase with some other company which leaves you paying twice a much or more.

When you purchase online they don't give you an ETA and then we you try to get one they give you the run around. I purchased an item because I was have guests and needed for a specific time frame you can't wait up to a year or more for a product.

I’ve always thought of Crate and Barrel as a trusted brand, but this experience completely changed my mind. We purchased a set of Laredo dining chairs, expecting quality and durability. As you can see in the attached photo, the leather has deteriorated badly—not from misuse, but through normal daily use in a household without any pets or unusual wear.

When we reached out to Crate and Barrel’s customer service (Shannelle Blake is the rep), we were told that nothing could be done due to the “age of the order” (less than 2 years) and were advised to find a local upholsterer. Honestly, that’s incredibly disappointing. These chairs should not be falling apart like this, and passing it off as a care issue is not acceptable.

We weren’t asking for anything unreasonable—just for the company to stand behind their product. Instead, we were met with a generic response and no real support. We won’t be shopping with Crate and Barrel again, and we definitely won’t be recommending it to friends or family.

For a brand that’s supposed to represent quality and reliability, this was a huge letdown.

Ordered a product they said was in stock, still waiting with no response a month later. STAY AWAY FROM THIS RETAILER!!!

I ordered the 60" glass top parson's table with stainless steel legs on sale off the C&B website. Days after I ordered, I get an email from C&B informing me that they don't have the table, so they are refunding my order. I was PLANNING on receiving this table - why? Because it was AVAILABLE FOR PURCHASE on their website. Get your ecommerce website management together. If an item is NOT AVAILABLE, then remove it from your website so it can no longer be purchased. Common. Sense. I've purchased many items from C&B over the years, and it's a shame to watch their continual quality degradation in both products and customer service. I will no longer buy products from C&B. They are on a downward spiral to irrelevance in the furniture market.

Ordered a new dining table and it arrived just in time for visitors. Price was expensive but overall solid purchase.

I purchased the very expensive All Clad set of cookware from them. I followed the directions to the letter on using this cookware! It has been a disaster. Every time I try to cook in the frying pans things stick.
I called Crate and Barrel three different times. They were terrible and very unhelpful.
Do NOT under any circumstance purchase either this cookware or order anything from Crate and Barrel. They do not stand behind their product and their customer service is horrible. Wish that I had read the reviews before I ordered from them.

If you order a Crate & Barrel gift card and want it delivered to you, DON'T. I just spent 45 minutes talking via chat and finally called customer service only to be told it takes 10-15 BUSINESS DAYS to be delivered. There is NOTHING on their website saying this and to make matters worse, when I checked my Crate & Barrel account the order says 'delivered' (it was not). I ordered this on 01/02/25 and today is 01/08/25. It's been 5 BUSINESS DAYS! When I questioned the Customer Service Rep I was told..."Oh, that just means that it arrived at the Post Office". WHAT? They send gift cards via the Post Office? BTW...I know when the Post Office has mail because I can see it on USPS 'Informed Delivery' and it is not showing on USPS. We all know that the PO is a disaster. I will NOT have this gift card in time to take to the wedding shower I ordered it for if it takes 10-15 business days to be delivered! This is what their website says about delivery of gift cards....Standard delivery is free of charge and should arrive within 3-5 business days. Their customer service reps are LIARS!

A long-term Crate & Barrel customer, but the store and its service has noticeably declined in recent years.

My most recent misadventure began with an online order: a three-part ceramic snowman. It was poorly packaged for shipping and arrived shattered.

When I went to the North and Clybourn store to exchange/return, I was first assisted by a young associate who was quite flustered. She informed me that no replacement inventory was available and as a "final sale" was not eligible for a refund.

To resolve the issue, I waited for an older associate, Lindsey, to finish a phone call and assist. While she processed the return, she told me she could not refund my credit card due to the "final sale" status. Instead, she insisted that store credit was the only option.

When I expressed frustration — after all, the problem began with C&B's inadequate packaging — Lindsey doubled down. She dismissed my concerns, stating the packing was 'just fine' and that there was nothing more she could do. The irony, of course, was hard to ignore: if the packaging had been fine, I wouldn’t have been standing there.

Indeed, I had purchased the ceramic snowman late on Christmas Day, fully aware it was a final-sale item. But "final sale" should not mean customers are left to deal with broken goods. I made this purchase under the reasonable expectation that Crate & Barrel would deliver the product in good working order; what I ended up with was pottery shards, poor customer service, and a credit to a store I don't even like anymore.

I purchased the clybourn walnut executive desk and placed it in my office well away from any direct sunlight, and with blinds on all the windows. Unfortunately within a year and a half, the wood finish has seriously deteriorated, resulting in uneven variations and markings all over the desk. These unsightly marks ruin the look of the desk. I think it’s because of the type of finish, or lack thereof on this desk. While beautiful originally, it now looks damaged. Crate and Barrel refused to take any responsibility for this, and responded that this is “normal wear and tear”. Very sad to think that a desk like this cannot last even 2 years before “wear and tear” ruins it. This is not a desk that will last more than a couple of years.

I ordered a customized Christmas stocking on Black Friday for my husband. It was expected to ship mid December. To get free shipping, I bought stupid, ugly snowman candle. Stupid candle arrived fast in the most absurd amount if packaging I’ve ever seen. I waited over half of month for the stocking. I heard nothing about it being shipped, so I checked the tracking. Tracking said nothing about the status of the stocking. I reached out. They tell me it’s been cancelled. Why was I not informed? Had I been informed of this cancellation, I would have returned the snowman. But now I can’t because it’s already been lit. Never, ever buy from here. My first and last purchase. I’m out $8.44 and my husband won’t be getting a stuffed stocking. I’m so, so tired of shitty companies being too big to communicate about their own products and not having adequate policies in place when they are solely responsible for a problem.

ordered 3 in 1 microwave toaster air fryer on December 2, 2024. The promised delivery date is one week.
it has now been one month and still no delivery.
i reached out to customer service, but unable to do anything or offer any restitution for the delay.
i hope the microwave arrives intact.

I just spent nearly $4,000 on two display cases made of tin and glass One would expect them to be of high quality but unfortunately, that was not the case. Both display cases had peeling paint, and one lacked the tipping straps If it were not for the significant hassle of returning them, would do so. Instead I will repaint them and obtain the straps myself. This is our second purchase from Crate & Barrel, and the first one also had a similar experience. There is evidently no quality control.

The delivery team arrived 15 minutes late on a four hours delivery window. I had just gone to take a shower, they buzzed the door, sent an email and then left within 10 minutes of arriving. I tried calling the customer service but they wouldn’t come back. I will not buy again from them.

Delivery dates are deceptive. If the product is out sourced from a vendor time frame given is * after vendor ships. So that 6-8 day delivery is after it’s shipped. So if it takes two weeks to pull the order those days do not count. Only when it’s shipped does the 6-8 days come into play. I ordered for a birthday party with time to spare, I am 4 days away and the item hasn’t even been picked, let alone shipped. I should have read these reviews before ordering. Buyer beware. Updated- called customer service with concerns of delivery status and they made sure the warehouse was aware of time frame. In the end packages were delivered on time.

DO NOT Use.
This is a long drawn out tale. We have friends in the US ( we are in the UK) and one of their daughters got married in Nov 2022. We bought a fire pit costing approx $650 ( including taxes and shipping) from their Crate and Barrel Registry list. We didn’t hear anything from either the bride and groom or her parents( our friends) but didn’t want to ask as we thought it would be rude to indicate that they hadn’t thanked us so, when we went over this June (2024) for the 2nd daughters wedding, we asked casually about the fire pit only to find that it had never been received. At this point we sent over the email confirmation from C and B and the Amex statement showing the payment so this could be followed up. The bride and groom contacted C and B who told them “it’s too late and we can’t do anything about it” so they have pocketed our $650 which has gone straight to their bottom line. Dreadful service initially with the Registry not delivering it ( or refunding it) and then refusing to rectify their mistake.
DO NOT USE.

I purchased a current model Hayden Coffee Pot from Crate & Barrel in February 2024. Shortly thereafter, we broke the carafe. We were unable to find a replacement from Haden. It is now December 2024 and we have not been able to replace this carafe. This is ridiculous. This was a NEW Coffee Pot, highly rated. It was not on clearance. This was not an inexpensive coffee pot. We’ve had to purchase another coffee pot after spending a significant amount on the Haden pot. Customer service is useless. All they say is “order the part on the website”, but the part is consistently out of stock. You call customerservice and they say “sorry. “It’s still out of stock. We’re having a shipping delay”. They need to come up with another solution. People have paid good money for this Coffee Pot and now are unable to use It. Crate and Barrel needs to work with their vendor Haden to fix this

Crate and Barrel consistently lies about delivery times and the availability of items in stock. I've ordered from them multiple times. Each time the items were listed as in stock with a short delivery date, and after ordering the item, the actual delivery time appears and is much higher. I ordered a "final clearance" rug, and when I paid, it was listed as backordered and took over a month. I ordered an "in stock" chair (1-2 week delivery date) and it's actual expected delivery date is currently over 6 weeks. This seems like a predatory practice to get customers to pay large amounts of money for furniture that they don't actually have.

purchasedt 6 dining room chairs delivered feb 2024. While sliding in to the dining room table a front leg snapped off. Understand C&B’s return policy, but some consideration should be made for wood defect to design flaw. I’ve never had anything like this occur.
I’m 5’11 200.
No longer considering C&B furniture. Not dependable in my experience.

Update Crate and Barrel reached out to me and helped resolve this situation. I appreciate their willingness to work with me on their product.

Recent experience was very positive. Staff at the showroom were very good, and deliverymen were very professional and worked hard.

I originally ordered a patio furniture set in May for a Summer delivery. I have no chairs for my outdoor table and missed Summer entirely. It takes a whole season to get the patio set completed that you have already paid for.